QANTAS Disservice Desk for Premium passengers

[gadabout]

As recently posted here, I made call to the QF Premium Disservice desk for a change I in a business class booking , and, for the 4th time in a year, the service desk made a mistake so that the system thought it had not been paid for and the ticket was cancelled. I was only able to board because of an hour's effort at the airport by two QF people at the check-in; they said very apologetically that it was all a QF fault.

Now, since my original post, I have been told that because of that apparent cancellation, I no longer have a business class ticket on one leg of the trip, just economy. Moreover, the response to my detailed email complaint to Qantas was a form letter saying if I have problems please put in all the details AGAIN after the journey is over.

I will never fly Qantas again except to use my huge backlog of FF points. I have been flying QF for many years because their Premium desk was able to get me over the inevitable difficulties that sometimes occur for people who fly a lot in the middle of a long trip. Now, they do not solve the problems, they create them !

 

[OzEire]

Is there anything more galling than a 'form letter' reply. Instant brand killer in my books, especially for premium pax and high status loyalty members. It is the evidence that the company couldn't give a fig about your problem and hopes you will go away.

 

[MrJetset]

The Premium Desk was killed off last year when they consolidated call centres. When they now answer "Qantas Premium" it's only to make you feel good because you are now routed to standard agents who have much less knowledge than the real Premium Desk.

 

[N860CR]

Is there anything more galling than a 'form letter' reply. Instant brand killer in my books, especially for premium pax and high status loyalty members. It is the evidence that the company couldn't give a fig about your problem and hopes you will go away.

Yep that's what killed Qantas for me. As a WP they left me stranded one afternoon unable to get home after they cancelled a flight and oversold the remainder. I paid a fortune for a last minute ticket on another airline. Lodged a complaint and got a one paragraph template response stating that they're sorry that I "feel" let down.

It was an express trip from Platinum to bronze. It's actually been a blessing though, now I fly whoever is most convenient.

 

[calmelb]

Is there anything more galling than a 'form letter' reply. Instant brand killer in my books, especially for premium pax and high status loyalty members. It is the evidence that the company couldn't give a fig about your problem and hopes you will go away.

I managed to get a phone call from them twice (as a WP). Once when I complained about the treatment of not being allowed into the Dom J lounge after an EK (on QF code) int flight and another upon the treatment of EK ground staff (more so about why Qantas have to deal with EK complaints when booked through QF). So hasn't been that bad for me. Maybe I'm just lucky